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Technical Support Engineer - Vascular

  • GE Healthcare
  • Experienced
  • Posted 1/24/2017 8:56:24 PM
  • 2818721
  • Job Function: Services
  • Business Segment: Healthcare Imaging
Location(s): United States ; Alabama, Alaska, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Puerto Rico, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, American Samoa, Guam, Northern Mariana Islands, United States Minor Outlying Islands, Virgin Islands, U.S.


About Us:
GE Healthcare provides transformational medical
technologies and services to meet the demand for increased access, enhanced quality and more affordable
healthcare around the world. GE works on things that matter - great people and technologies taking on tough
challenges. From medical imaging, software & IT, patient monitoring and diagnostics to drug discovery,
biopharmaceutical manufacturing technologies and performance improvement solutions, GE Healthcare helps
medical professionals deliver great healthcare to their patients.
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GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Role Summary:
The Vascular Technical Support Engineer I (TSE I) drives customer satisfaction through Service Excellence by providing technical support and counsel both remote and onsite to Field Engineers (FE’s), Client Service Technicians (CST’s), and Customers experiencing system performance issues.

This position is the technical resource for all service-related escalations regarding the Siemens Axiom Artis, Q-zen with Pure, Zee, Zeego, Multistar, Neurostar product families.

Essential Responsibilities:
  • Provide remote and on-site technical support for the the Axiom Artis, Q zen with Pure, Zee, Zeego, Multistar, Neurostar, and Leonardo worstations.

  • Use successful, effective field experience and knowledge to provide technical support to FE’s, CST’s, and customers that may include both remote and onsite support.

  • Maintain up-to-date knowledge of modality products, service expertise, and tools to maintain “field advisor” status. This includes a working knowledge of FDA FCO work instructions from the OEM.

  • Utilize the GEHC escalation process as needed, working closely with local customer and national support to define and support implementation of corrective action plans to resolve customer issues in a timely manner.

  • Utilize “Gameplan” tool to drive Service effectiveness. Contribute knowledge to the Problem Solution Database (PSDB).

  • Contribute to the improvement of productivity tools through idea generation, workout attendance, and project assignments as required.

  • Support Material and Purchased Service cost improvement initiatives for the modality.

  • Within project engagement, act as a change agent/ field "advisor" in areas such as product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution and new product introduction support.

  • Manage and support improvements in business processes that maximize competitiveness, enabling continued business growth. This may include leveraging service capabilities by increasing the number of customer systems connected to the internet to improve remote troubleshooting and remote fix rates.

  • Work with Modality / Service Engineering, Product Engineering and field support specialists to drive product quality, serviceability, and resolve formal customer escalations.

  • Coach and train FE's to ensure that technical and customer skills are up to date and meet the needs of the business. On occasion may serve as subject matter expert (SME) for FE modality training through the Service Quality Standard (SQS) training curriculum.

  • Identify field process improvements such as pre-PM work, PM cycle time, remote TTR work, field-based technical training to support use of remote diagnostic troubleshooting tools and processes in the field.

  • Identify field quality improvements to include hazardous/ non-hazardous complaints via Trackwise.

  • Travel to customer sites and support installations, FMIs and customer escalations (CSOs).

  • Maintain and enhance modality knowledge, such as: Networking / Dicom / Insite / PACS / OS field service experience, knowledge of older legacy Vascular, X-ray, and CR/DR products. Knowledge and experience using Common Service Desktop, CRM and other remote tools as required.

    Qualifications/Requirements:
  • Minimum 5 years of engineering experience as an FE II and/or FE III, or the equivalent external to GE with regards to the repair and maintenance of Siemens Vascular and X-ray products. Demonstrated ability to handle/resolve difficult technical issues with advanced knowledge in applicable systems and competitive Siemens service platforms.

  • High School Diploma/GED AND 8+ years of experience servicing mechanical and/or electrical equipment, OR…
  • Associate’s or Bachelor’s degree in Electrical, Mechanical, or Biomedical Engineering, or related field AND 5 years of experience servicing mechanical and/or electrical equipment or diagnostic imaging equipment from multiple OEM’s.
  • Equivalent military education to Associates or Bachelor's degrees AND 5 years of experience servicing mechanical and/or electrical equipment.

  • Must have consistently performed as an FE II, or an FE III, or the equivalent external to GEHC for a period of 5 years before consideration of promotion to TSE I.

  • Experience interfacing with both internal team members and external customers as part of a solution based service process.

  • Ability to stay calm in pressurized situations and coach people through solving problems.

  • Exceptional teamwork, verbal and written communication skills. Exceptional interpersonal relationship skills!

  • Ability to extract applicable information during a troubleshooting process and use that information to help resolve issues remotely.

  • Demonstrated successful history of technical problem solving and resolution maintaining Siemens vascular equipment, including proven experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.

  • Healthcare Imaging understanding to include post processing for Vascular, and X-ray, DICOM, PACS and/or Advanced computer networking.

  • Experience with Siemens applications, Web applications, and the Microsoft suite of products.

  • Experience responding to the concerns of and interfacing with both internal team members and external customers as part of a solution-based service process.

  • Travel to customer sites and support installations, FMIs and customer escalations (CSOs).

  • Willingness to be available "after hours", or work a rotating On-Call schedule, including weekends, for critical issues and coverage, as necessary.

  • Must have and maintain a valid Driver’s License.

  • Special Physical Requirements: Must be able to lift, carry, push, and pull up to 35 lbs. unassisted and frequently bend, stoop, twist, climb, crouch/squat, kneel/crawl, sit and stand for long periods of time. Must also be able to reach at, above and below shoulder level, flex/extend neck and have good hand and finger dexterity. Specific vision abilities required by this job may include color, close vision, distance vision, peripheral vision and depth perception.
    Education and Experience Requirements:

    Desired Characteristics:
  • 2 or 4 year degree in an Engineering discipline
  • Strong customer service skills.
  • Highly motivated team player.
  • Prior project or technical leadership experience.
  • Training skills
  • Network Plus certification, or related networking experience
  • Basic financial analysis abilities
  • Lean / Six Sigma Certified

    Locations: United States ; Alabama, Alaska, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Puerto Rico, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, American Samoa, Guam, Northern Mariana Islands, United States Minor Outlying Islands, Virgin Islands, U.S.

    GE offers a great work environment, professional development, challenging careers, and competitive compensation.  GE is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
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